Job Description

Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind.

• CustomerSupport Representative (French)
  
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  The Customer Support Representative at Granicus will work as an integral part of Client Experience. This role involves working with clients across a number of sectors and in various locations to provide a high level of support to our clients.
• This job will be a night shift (US/CN) timing. After an initial training period of up to six months, you will be assigned to night shift work. Please consider this when applying.
  
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  Responsibility
  • Exceptional verbal and written communication skills – to analyse, interpret and communicate effectively with colleagues and clients.
  • Ability to speak, write and read French (B2/C1 French)
  • Be the first point of contact for all inbound email and chat queries from our customers.
  • Independently and effectively resolve all queries.
  • Redirect technical issues and bugs to our technology team.
  • Liaise with the development team to resolve the client’s concerns.
  • Proactively and continuously keep our customer and staff in Australia, Canada, United States and United Kingdom informed about open/pending issues.
  • Develop a detailed understanding of our platform EngagementHQ.
  • Build credibility with customers by empathising with their problem, proactively understand customer needs and solve it promptly.
• Relationships
  • The CSE currently reports directly to the Client Support Manager in India.
  • Works very closely with the Development Team.
  • Collaborates with the Product Team.
  • No positions report to the Customer Support Representative.
• Other Details
  • This is a work-from-home position based out of Bangaluru, India. You will need to have a home-office environment with reliable internet that is both a highly productive work environment and meets OH&S standards.
  • This role is permanent full-time; 80 hours per fortnight.
  • We work on shifts and though predominantly the shift timing is static, one should be flexible to work on other shifts.
  • An attractive salary package is on offer based on your experience level.
• Security Requirement
• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.